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Purpose: This study aims to explore cross-border and sedentary workers' job satisfaction, analyzing the role played by employability dimensions (occupational expertise, anticipation/optimization and personal flexibility), a job resource (autonomy) and job demands (job insecurity and toxic leadership), using the job demands–resources (JD-R) model as a theoretical framework. Moreover, this study tried to detect possible discrepancies between the two subsamples. Design/methodology/approach: The study involved a sample of 250 employees, 40% of whom were frontier workers. Data were collected with a self-report questionnaire and analyzed with SPSS 25. A hierarchical regression analysis and t-test for independent samples were performed. Findings: The findings evidenced differences between the two subsamples concerning the job satisfaction predictors. Specifically, for cross-border workers, optimization/anticipation appeared significantly positively related to job satisfaction. For sedentary workers, toxic leadership and job insecurity were significantly negatively related to job satisfaction. Autonomy was positively related to the outcome for both samples. Furthermore, cross-border workers reported a higher level of optimization/anticipation, personal flexibility and job satisfaction than sedentary workers. Originality/value: This paper contributed to fill a gap currently present in the literature on the cross-border population, with a specific focus on job satisfaction. This study confirmed the existence of peculiar working dynamics for cross-border workers. [ABSTRACT FROM AUTHOR]

Background: Emotional labor, defined as the process of regulating feelings and expressions as part of the work role, is a major characteristic in call centers. In particular, interacting with customers, agents are required to show certain emotions that are considered acceptable by the organization, even though these emotions may be different from their true feelings. This kind of experience is defined as emotional dissonance and represents a feature of the job especially for call center inbound activities. Aim: The present study was aimed at investigating whether emotional dissonance mediates the relationship between job demands (workload and customer verbal aggression) and job resources (supervisor support, colleague support, and job autonomy) on the one hand, and, on the other, affective discomfort, using the job demands-resources model as a framework. The study also observed differences between two different types of inbound activities: customer assistance service (CA) and information service. Method: The study involved agents of an Italian Telecommunication Company, 352 of whom worked in the CA and 179 in the information service. The hypothesized model was tested across the two groups through multi-group structural equation modeling. Results: Analyses showed that CA agents experience greater customer verbal aggression and emotional dissonance than information service agents. Results also showed, only for the CA group, a full mediation of emotional dissonance between workload and affective discomfort, and a partial mediation of customer verbal aggression and job autonomy, and affective discomfort. Conclusion: This study's findings contributed both to the emotional labor literature, investigating the mediational role of emotional dissonance in the job demands-resources model, and to call center literature, considering differences between two specific kinds of inbound activities. Suggestions for organizations and practitioners emerged in order to identify practical implications useful both to support employees in coping with emotional labor and to promote well-being in inbound call centers. In detail, results showed the need to improve training programs in order to enhance employees' emotion regulation skills, and to introduce human resource practices aimed at clarifying emotional requirements of the job. [ABSTRACT FROM AUTHOR]

Copyright of Revue Française de Gestion is the property of John Libbey Eurotext Ltd. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revue Française de Gestion is the property of John Libbey Eurotext Ltd. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)